Gold Chains and Soap Bars: Female CX Bosses Revolutionizing Men's Brands | Ep 5

Caela, Director of CX at Jackson, and Tess, Senior CX Manager at Dr. Squatch, discuss designing customer experience for men's brands. They challenge misconceptions about male consumers, highlighting their engagement and care for product quality. The episode explores strategies for building community, gathering customer feedback, and educating consumers post-purchase. Both leaders emphasize the importance of empathy in CX, regardless of gender. They share insights on leveraging AI in customer service while maintaining a human touch, and discuss the power of reviews in shaping brand perception.

Chapters:

00:00 Intro: CX for men's brands
05:32 Misconceptions about male shoppers
09:00 Evolution of the male consumer
14:01 CX Playbook: AI chatbots and reviews
19:45 Confession booth: Learning from mistakes
30:20 Love Island and brand collaborations
34:34 Okendo for reviews and customer insights
40:55 Spotlight on post-purchase customer journey
52:26 Mythbuster: Men want to engage and chat
58:04 Advice for vendor interactions at conferences

Socials
Larry: https://www.linkedin.com/in/larrythoma/
Caela:https://www.linkedin.com/in/caela-castillo-29a73770/
Tess:https://www.linkedin.com/in/tasnuva-awal/